Hey Team,

A short, but sweet email this week.

Forbes recently released 100 Customer Experience Stats for 2023. I guess it’s kinda like their Rich List, but for #CX …

I’ve done you the service of reading through each stat, and highlighting the most interesting / relevant stats below. Enjoy 👇

9 Themes From Forbes’ Top 100 CX Statistics In 2023

#1 - Positive Customer Service = Repeat Purchases

81% of customers say a positive customer service experience increases the chances of them making another purchase. (Zendesk)

#2 - CX Is A Differentiator, Especially In A Recession

88% of buyers say experience matters as much as a company's products or services. (Salesforce)

This is particularly important in a recession, when customers are more sensitive to price increases and are subsequently more prone to switch providers. It’s often very easy to paper over cracks when things are good however great CX becomes much more important in a cost sensitive environment.

#3 - Most Customers still feel like they’re a commodity

56% of consumers say most companies treat them like numbers. (Salesforce)

70% of Americans crave deeper, more personal connections with brands. (Sitecore)

#4 - Businesses are still thinking about channels rather than journeys

60% of customers say it feels like they are communicating with separate departments, not one company. (Salesforce)

#5 - Omnichannel insights are critical to understanding the 21st century consumer

Customers use an average of nine touchpoints to engage with companies. (Salesforce)

More than 80% of consumers have shopped across at least three channels in the last six months. (PwC)

52% of consumers expect to get their question answered within one hour of posting it on a brand’s digital channels. (Emplifi)

#6 - Customers continue to compare your service with companies from other industries

65% of consumers say they love fewer than three brands. (Redpoint)

#7 - Self-Service Is The Preferred Channel For Majority Of Customers However Digital Containment Remains A Key Business Challenge

57% of customers prefer to engage companies through digital channels. (Salesforce)

69% of consumers try to solve issues on their own. (Hubspot)

81% of consumers say they want more self-service options. (NICE)

Only 20% of digital contacts are unassisted at most brands. (McKinsey)

79% of executives say digital customer experience is extremely or very important. (CMSWire)

#8 - Ineffective ChatBots Still Appear To Be Burdening A Lot Of Organisations

47% of consumers prefer a website with a chatbot. (Smart Tribune)

54% of brands say their chat feature isn’t good enough yet. (NICE)

#9 - Everyone Agrees That Personalisation Is The Future, Yet Few Are Acting On It …

Brands that lead in personalization improve customer loyalty 1.5x more effectively than brands with poor personalization. (Deloitte)

80% of consumers are more likely to buy from brands that offer more personalized experiences. (Freshworks)

73% of customers expect companies to understand their unique needs and expectations. (Salesforce)

More than 50% of consumers say personalization tends to feel off-target and doesn’t meet their needs or preferences. (Deloitte)

Only 6% of organisations are currently doing 1:1 personalisation. (CMSWire)

VISUAL OF THE WEEK 📈

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